1. Presentation Title
Presenter
Presenter’s Title
Group/Event Name
Date

2. Introductions Name and agency Years experience
Any specific wireless E-911 and call processing issues you want to address during training session?
Even though the students may know each other, take time to conduct introductions. Many times you will be surprised with the collective years of experience.
When students attend the training session they may already have specific issues or questions that they would like answered. You can post these questions on the wall to refer back to as you are teaching the class.

3. Wireless E-911 Overview Review common terms Deployment Phases
How wireless E-911 works
Wireless technology solutions
Classes of service
Correct wireless call processing and understanding the ALI data
Wireless issues to consider
You will want to conduct an overview of the Wireless E-911 class. These are the 7 top items to include in the training.

4. Wireless in the News
Georgia Tragedy
Denise Amber Lee Abduction
Set the stage for the class and the importance of the telecommunicator in processing the call correctly. Videos that reflect Wireless in the news are great tools to get the students thinking about their own operations. There are multiple videos available. See what you can find that relates well to your own teaching style. The ones listed are two of the currently most used videos. (As time goes on try to find up-to-date videos that will relate to your class.)

5. Wireless 9-1-1 Statistics
Why is education so important?
72% of all 911 calls made come from wireless devices
40% of all U.S. households rely on wireless for their primary service and have dropped their landline phone service
Wireless devices are a way of life now:
Text messages
Smartphones
Still photos and videos
Ipads & laptops
The education of the telecommunicator in processing Wireless calls is extremely important as currently 72% of all 911 calls are made from wireless devices.

6. Key Terms
There are a multitude of acronyms and terms that are involved in Wireless VITA-ISP has created a document titled, “Wireless Call Processing Terms For the Telecommunicator”. It is available on the ISP website or by contacting an ISP Regional Coordinator. You can print this document and have it available as reference material for each student.

7. Key Terms
Cell Sector - One face of a cell antenna (typically 3-sided) that operates independently of the other sectors.
COS (Class of Service) – A designation of the type of wireless location service. (MOBL, W911, WRLS, WPH1, WPH2)
COF (Confidence/Uncertainty Factor) – Displays the estimated measurement area in meters based upon statistical calculations.
COP (Confidence Percentage) – Displays the estimated percentage on how sure the Phase II location measurement is accurate.
Review each term with the students, Understanding what a Cell Sector, the Class of Service, Confidence Factor and Confidence Percentage will greatly benefit the telecommunicator in processing the Wireless call.

8. Key Terms
ESN (Emergency Service Number) - An ESN is a three to five digit number representing a unique combination of emergency service agencies (Law Enforcement, Fire, and Emergency Medical Service) designated to serve a specific range of addresses within a particular geographical area, or Emergency Service Zone (ESZ).
pANI (Pseudo Automatic Number Identification) A telephone number used to support routing of wireless calls. It may identify a wireless cell, cell sector or PSAP to which the call should be routed. Also known as routing number.
GPS (Global Positioning System) - A satellite based Location Determination Technology (LDT)
Each term is unique and important to the processing of the call and some can be confusing. Such as pANI (Pseudo Automatic Number Identification) it will appear as 10 digit telephone number and many telecommunicators will mistake it as the cell phone number of the caller. It is important to understand these terms and where the information is within your PSAPs Call Handling Equipment.

9. Key Terms
Handoff - The transfer of a wireless call in progress from one transmission site to another site without disconnection.
MPC – (Mobile Position Center) - serves as the entity which retrieves, forwards, stores and controls position data within the location network.
MSC - (Mobile Switching Center) - The wireless equivalent of a Central Office, which provides switching functions from wireless calls.
Rebid - Query or request ALI information. Method used to retrieve Phase II call location information.
Review each term with the students.
Cell phones are mobile and it is not uncommon for the handoff from one cell site to another during a wireless call to include 2, 3 or more cell sites during the duration of a call.
Rebid- is one of the difficult items to teach during the wireless call processing class, especially if you have students in which their agencies have different Call Handling Equipment. (9-1-1 Telephone System).

10. Deployment Phases
Phase 0 is characterized by the wireless being delivered to the PSAP on a 10-digit telephone line. There is no location information or callback number.
Phase I delivers the call to the PSAP based on the cell site and sector receiving the call and provides the address of the cell site and call back number for the caller.
Phase II is delivered to the correct PSAP using the same method as Phase I, but the actual location of the caller is provided as a longitude and latitude. However, the longitude and latitude may deviate from the caller’s actual location by a margin of error.
There are 3 deployment phases in processing wireless calls. On the callers screen you may see a class of service of WPH1. This would be a Phase 1 call. WPH2 would be a Phase II call in which the call is delivered to PSAP with the location of the caller being provided as a longitude and latitude.
If you were to see a WPH0 this should raise a red flag and the director should be made aware that this may be an error.

11. Phase II Accuracy Requirements of the FCC
*The accuracy differs between handset and network based solutions.
The FCC regulates the Phase II accuracy. The current accuracy requirements are listed on the slide. The FCC is working on improving these accuracy requirements.
In the next few slides we will be discussing Handset and Network based solutions

12. Handset Solution
Handset technology – FCC requires a GPS receiver in all new handsets by Currently 85% of devises have a GPS receiver chip. Older devises were not required to offer that type of technology.
PROS –
Very accurate with a good satellite fix
Does not require access to multiple towers
CONS
May require seconds to calculate lat/long
Requires line of sight to satellites
Handsets require GPS chip that puts additional drain on battery
Older phones without GPS chips cannot provide location information
Wireless Carriers using handset solution
Appalachian Wireless, Ntelos, Sprint, US Cellular, Verizon Wireless
The following are processes for determining location of the caller AFTER the call delivery has been made to the PSAP.
In Handset technology GPS chips are in the phones which are utilized to determine the location of the caller.
Note the carriers that utilize the handset solution at the bottom of the slide
Appalachian Wireless, Ntelos, Sprint, US Cellular, Verizon Wireless.

13. Network Solution
Network technology is less accurate, but works with all existing handsets.
In the Network Solution, the location is determined by triangulation of the cell phone and multiple towers utilized to calculate the callers location.

14. Network Solution PROS CONS Wireless Carriers using network solution
Can calculate lat/long very quickly
Does not require line of sight to satellites
Older phones can provide location information
Does not drain battery of cell phone
CONS
Needs access to multiple towers to accurately calculate lat/long
Less accurate than GPS technology
Wireless Carriers using network solution
AT&T and T-Mobile
In Network Solution there is the need to access multiple towers to accurately calculate the latitude and longitude. They are typically less accurate than the GPS technology.
Note the carriers that utilize the network solution at the bottom of the slide AT&T and T-Mobile.

15. CDMA VS GSM
Which Carriers are CDMA? Which are GSM? In the U.S., Sprint, Verizon and U.S. Cellular use CDMA. AT&T and T-Mobile use GSM.

16. Facility Based VS Reseller
Appalachian Wireless
Ntelos
Sprint
US Cellular
Verizon Wireless
AT&T
T-Mobile
Reseller
Boost Mobile
Cricket
Tracfone
StraightTalk
Walmart Family Mobile
Many more resellers
Facility based are the carriers and the network for wireless carriers.
Resellers have their own phones in which they utilize one or more of the networks.
Typically a reseller’s individual phone will be on one or the other; a handset or network based solution.

17. Wireless E9-1-1 Call Routing
Counties A,B,C & the City
each have their own PSAP
County A
County B
The cell tower and each of the
sectors are assigned to County C
Cell Tower
Cell sector covers multiple PSAP’s
City
However, calls for each
county and the city are routed
to County C
County C

18. How Wireless E9-1-1 Works
Cellular Tower with three cell sectors. The number assigned to each sector is known as P-ANI. This number will appear on the ALI display. It is utilized for routing purposes and is not a valid callback number. Each sector can potentially be routed to different PSAPs.
Often this number is referred in more technical terms as the ESRK (Emergency Services Routing Key) or ESRD (Emergency Services Routing Digits)
When a call is made it will hit one of the sectors on the cellular tower. Each sector has a number assigned which is known as a P-ANI. This number will appear on the ALI display but is NOT a valid callback number.

19. Cell Tower with Sector pANI
Here you will see the tower and 3 sectors. You will notice that each sector has its own phone number. This number is not a callback number but is the pANI identifying the cell sector in which the call has hit. This is used to route the call to the PSAP in which the cell sector is associated with. A cell sector will go to an identified PSAP – a cell sector CANNOT go to multiple PSAPs.

20. Simulation of Cell Sectors
Set up 3 chairs in a triangle
Three individuals standing back to back in a triangle
To get class interaction and for the student to better understand cell sectors you can set 3 chairs in a triangle and have students set to illustrate the sector and that their sector may hit in different jurisdictions.

21. Wireless 9-1-1 Call Delivery
Wireless call delivery goes through multiple pieces of equipment and databases during the routing process behind the scenes before it reaches the telecommunicator.

22. Wireless E9-1-1 Call Routing
Counties A,B,C & the City
each have their own PSAP
County A
County B
There are many cell towers throughout the nation. Many times a cell sector will overlap multiple jurisdictions. In this illustration each county and city has their own PSAP.
City
County C

23. Wireless E9-1-1 Call Routing
Counties A,B,C & the City
each have their own PSAP
County A
County B
There is a cell tower
in County C
Cell Tower
In this illustration the cell tower is in County C
City
County C

24. Wireless E9-1-1 Call Routing
Counties A,B,C & the City
each have their own PSAP
County A
County B
The cell tower and each of the
sectors are assigned to County C
Cell Tower
Cell sector covers multiple PSAP’s
A single sector is routed to
a single PSAP,
in this case calls are
routed to County C
A single sector is routed to a single PSAP, in this case calls are
routed to County C.
When a cell tower is installed, a call routing spreadsheet is verified by the locality from the carrier that they accept the calls for that jurisdiction. In instances such as the one illustrated the sector is routed to County C, this may be because the tower is County C.
If a telecommunicator is transferring a lot of calls to another jurisdictions the supervisor should be notified in order that it may be researched and appropriate adjustments in the routing of that sector could be made.
City
County C

25. Wireless E9-1-1 Call Routing
Counties A,B,C & the City
each have their own PSAP
County A
County B
The cell tower and each of the
sectors are assigned to County C
A single sector is routed to
a single PSAP,
in this case calls are
routed to County C
Cell Tower
Cell sector covers multiple PSAP’s
In this illustration if the caller was in County B the call would be received in County C.
City
Caller is in county B and the
9-1-1call is routed to
County C PSAP
County C

26. Wireless E9-1-1 Call Routing
Counties A,B,C & the City
each have their own PSAP
County A
County B
The cell tower and each of the
sectors are assigned to County C
A single sector is routed to
a single PSAP,
in this case calls are
routed to County C
Cell Tower
Cell sector covers multiple PSAP’s
County C PSAP would need to transfer the call to County B.
It is important that this type of call should NOT be a blind transfer. A blind transfer is when the call is transferred and the telecommunicator does not stay on the line to insure that there has been a successful connection with the telecommunicator in the other PSAP.
Additionally, complications arise when the adjoining jurisdiction is in a different Local Exchange Carrier (LEC) such as Verizon in one county and CenturyLink in the other. Or with the adjoining jurisdiction is within a different Local Access Transport Area (LATA)boundary (another telephone network-this could even be within a single company area such as Verizon or CenturyLink. Typically with each of these situations the call is transferred to an administrative line at the PSAP in which no caller information will be transferred through this process.
City
Caller is in county B and the 9-1-1
call is routed to County C PSAP.
County C PSAP transfers
9-1-1 call to County B
County C

27. Call Handling Equipment
Currently there are 6 types in the Commonwealth
Airbus Communications DS (Cassidian)
Intrado
Motorola-Emergency CallWorks
TCS
TriTech (911Inc)
Zetron
There are 6 types of Call Handling Equipment (911 Telephone Systems) in the commonwealth. If you have been in this business very long you will know that name changes of industry partners tend to change with acquisitions of companies. As you will see on the slide that the previous company is listed.

28. What My Screen Is Telling Me!
Each has a different appearance, but the information and process to update the information is similar.
Trainer should be aware of the types of systems that the students are utilizing.
Of each of the vendors previously listed each has a different appearance but they are similar.
In order for the instructor to be adequately prepared for the class they should be aware of the types of systems that the students are utilizing.

29. Sample ALI Screens Here is a sample ALI screen. Each will have-
A callback number
Name of Wireless Service Provider
P-ANI
Lat/Long
Class of Service
Confidence Factor (COF)
Confidence Percentage (COP)

30. Even though this call shows WPH2 for Phase II, notice the extremely high COF (meters).
COF is displayed in meters. An example would be 100 meters is approximately the distance of a football field.
You will see in this example that it has a class of service of WPH2 but an extremely high COF (Meters) and would not be very useful in determining the callers location.
10,502 meters is approximately 6.5 miles

31. Re-bid Re-bidding the ALI for a wireless caller may be helpful when –
The call comes into the PSAP displaying the words “No ALI”.
The call comes into the PSAP with Phase 1 information only. This includes callback number and tower location only.
The caller is traveling and you need updated information about his/her location.
If the COF is poor and you need to try to obtain a more accurate location. (Ex. The COF is 0 or very high)
Re-bids only work while the call is still active.
It is very important to insure that the student has an understanding of the “Re-bid” function on their Call Handling Equipment.

32. Re-bid Rebid - TriTech Rebid ALI - TCS RTX - Intrado
Different terminology -but concept is the same
Rebid - TriTech
Rebid ALI - TCS
RTX - Intrado
Request ALI - AirBus DS (Sentinel)
Repeat (Interact)
Retry ALI – (Motorola-Emergency CallWorks
Update-Airbus DS (Vesta 911)
All are the same
Re-bid is the common term used by the industry, however different vendors will each have their own terminology for the function. A carrier may call in for a test call and ask the telecommunicator to perform a re-bid. It is important that the student knows what the re-bid function is called on their own Call Handling Equipment.

33. Automatic Re-bids
Some jurisdictions utilize automatic rebids as a tool in reviewing their standardized location accuracy.
It is up to the trainers and telecommunicator to know what type of Re-bid (Automatic or Manual) is occurring with their equipment and what they are seeing on the display screen.
Each jurisdiction’s individual process needs to be understood.

34. Issues with Automatic Re-bids
An automatic ALI re-bid function should only be deployed for the initial bid to retrieve the Phase II location.
Multiple automatic re-bids unnecessarily adds to network congestion when a location update is not needed.
An automatic re-bid can confuse the call taker in some situations. Such as; the location of the incident may be at the original location though the caller is moving (i.e., someone calling about an accident they are passing).
Instead of the map intermittently updating itself to the caller’s location, it is best to let the call taker manage the re-bid process. Though each carrier has their own re-bid interval, waiting at least 30 seconds between re-bids will work for all carriers.
As you see, the issues with automatic rebids are noted on the slide.
If automatic rebids are being utilized by the locality the telecommunicator needs to be aware if the automatic rebid is for the initial rebid or if it is performing a rebid every so many seconds.
It is recommended that an automatic rebid is being performed on the initial rebid and the telecommunicator utilizes a manual rebid as needed for any subsequent rebids.

35. Automatic Re-bids
Some jurisdictions utilize automatic rebids as a tool in reviewing their standardized location accuracy.
It is up to the trainers and telecommunicator to know what type of Re-bid (Automatic or Manual) is occurring with their equipment and what they are seeing on the display screen.
Each jurisdiction’s individual process needs to be understood.

36. Non Service Initiated (NSI) Wireless Phones
Cell phones that can dial but have no subscriber service. Ex: when someone purchases a new cell phone and moves their service to that phone, but still have the old phone to dial
Non-Service Initiated (NSI) or disconnected handsets provide call back number with 911 area code – (Example: (911)
No subscriber information is available for NSI phones and little can be done for abuse callers.
These phones are often given to charity organizations for personal safety issues. (Ex: domestic violence victims, senior citizen groups, community watch groups, etc.
NSI or Non Service Initiated wireless phones are a common problem with PSAPs.
These are cell phones that can dial but have no subscriber service. A valid call back number is not available and the call back number may be listed as 911 area code.
These phones are often given to organizations for personal safety issues, ironically there is no location information provided and the individuals receiving these phones may have no knowledge that this core location capability is not provided to the PSAP.

37. Know Your Resources WSP Emergency Contact Numbers
Exigent Circumstance Procedures
federal law allows that if the WSP reasonably believes that an emergency involving immediate danger to life or property (an “exigent circumstance”) .. the WSP may provide subscriber information

38. Technology Today VoIP Telematics and 9-1-1 Text Messaging and 9-1-1
Vonage, magicJack
Telematics and 9-1-1
OnStar, Sync, Uconnect
Text Messaging and 9-1-1
Dispatch may receive from third party
Text to Landline
Text message may come into administrative line

39. What would you do? Mapping Software / Display crashes
Google maps
whatsmyGPS.com
If your mapping display system crashes and you have the ability to log onto the internet you have options.
Your Call Handling Equipment will be providing you with the latitude and longitude of the caller if it is a class of service of WPH2.
You can go to Google maps, Bing Maps, WhatsmyGPS.com and enter the latitude and longitude information in the search window. You can enter it as the latitude & longitude of { “space” } Remember to place the negative in front of the longitude number so that it will map in the correct hemisphere.

40. Error Reporting Local Protocols No Record Found Accuracy Discrepancies
-O- or Very high COF
Know your local protocol for error reporting of “No Record Found” or accuracy discrepancies with calls.
Have your resources available for contacting carriers to report errors.
Follow up on the error reports. If you do not receive a resolution to an error submitted utilize your escalation list to obtain a resolution.

41. Transferring Calls Local Protocol Understanding Capabilities
Does the data transfer?
Are you transferring to a 911 trunk or to an administrative number?
Is the PSAP you need to transfer to in a different LEC?
Is the PSAP you need to transfer to in a different LATA boundary?
How are the calls transferred in the student’s PSAP?
What is the local protocol and what are the capabilities.
If it is a call and needs to be transferred to an adjoining PSAP is it being transferred to their trunk. If not, why? Is it because they are with another LEC or in a different LATA boundary?

42. Things to Remember
Currently all wireless phones can call 911 even if they do not have activated service.
Wireless calls are routed by the cell sector, not by the caller’s location.
A cell tower often takes in more than one jurisdiction.
Note whether call status is “On Line” or “Hung Up.” Check conference window to see if 911 Trunk appears.

43. Things to Remember
A proper confidence factor is not delivered on all calls (it may be 0 or exceed 1,000 meters) If this is the case, a re-bid should be done.
Do not let newer technology take the place of common sense. Always ask the caller their location. Technology such as the re-bid was intended for callers who cannot tell you their location.
Always be aware of the factors that can affect cell reception. The following factors can contribute to decreased cell reception.
Buildings – Tall buildings can interfere with coverage and often people cannot get reception inside of large buildings.
Terrain – deep valleys and tall mountains
Weather – Rain and humidity can decrease the cell signal

44. What is NEXT? STAY TUNED……. Text Video Images Telematics
Data relay to field units
Shared services, applications and data

45. Questions?

46. Rebid Reference Screen Shots
A series of screen shots are in the next few slides to select from for your particular class.
This is to reiterate the importance that a telecommunicator needs to be aware of how to rebid a call.

47. Airbus DS Communications
The following slides are examples of some of the different Call Handling Equipment in the commonwealth.
Airbus DS Communications – Patriot – Sentinel Request ALI

48. Airbus DS Communications
Vesta 911
This is the screenshot for the Airbus DS Communications - Vesta 911 – Call Handling Equipment

49. Airbus DS Communications
Vesta 911
The Rebid on Vesta 911 is the “UPDATE” button.

50. Intrado
Intrado the Rebid is RTX

51. Motorola – Emergency Callworks
Motorola- Emergency Callworks the Rebid is Retry ALI

52. TCS Call Handling – xT911 ALI Rebid
TCS the Rebid is Rebid ALI

53. TCS Call Handling – xT911 ALI Rebid Button
Close up of TCS Rebid ALI

54. TriTech (QuickLink)
TriTech (QuickLink) Formerly Inc which was acquired by TriTech . This Call Handling Equipment is currently being replaced.

55. TriTech
Inform 911
TriTech Inform 911 is Rdbid

56. ZETRON Call Handling ALI Rebid
Manual rebid is done by clicking on the circle icon shown inside of the red box.
This is Zetron call manual rebid is done by clicking on the circle icon shown inside of the red box.
The number inside of the red box indicates the number of times that a rebid has been requested.